高校校园菜鸟驿站服务质量评价

Service Quality Evaluation of Cainiao Station on Campus

为了客观、科学评价高校校园菜鸟驿站的服务质量,基于客户视角,以SERVQUAL模型为基础,构建了包含6个维度40个指标的高校校园菜鸟驿站服务质量评价指标体系。运用文献研究、问卷及实地调查等方法,使用SPSS软件对收集数据进行信效度及因子分析,重新整合成3个维度:实物感知服务质量、系统流程服务质量、取件反馈服务质量,从维度及具体指标着手,计算其满意度得分、服务质量差距。对菜鸟驿站在校园内的服务现状进行深入分析,有针对性地提出一些提升校内驿站服务质量的建议,以期促进校内菜鸟驿站更高水平、高质量发展。

In order to objectively and scientifically evaluate the service quality of the Cainiao Stations on campus, from a customer perspective and based on the SERVQUAL model, we built a college campus Cainiao Station service quality evaluation index system containing 6 dimensions and 40 indicators. Using such methods as literature research, questionnaire survey and field investigation, we had a factor analysis on the reliability and validity of the collected data using SPSS, regrouped the original 6 dimensions into 3 integrated dimensions, namely physically perceivable service quality, system process service quality, and pickup feedback service quality. Then starting with the dimensions and specific indicators, we calculated the satisfaction score and service quality gap of the Cainiao Stations, studied indepth the current situation of the Cainiao Stations on Chinese campus, and put forward some pertinent suggestions to improve the service quality of the Cainiao Stations on campus.